Retail Learning Coach - Miami

Retail Learning Coach- North America

The Retail Learning Coach - North America partners with store directors, market vice president, and

market sales directors to drive sales performance, elevate the client experience, and strengthen

leadership and selling capabilities across a designated group of retail locations. This role leads

performance-based coaching initiatives that translate learning programs into measurable on-the-job

behaviors and business results. The Retail Learning Coach reports to the market Retail Learning

Manager and works directly with client advisors, team managers, and store leaders to reinforce brand

standards, identify development opportunities, improve key performance indicators, and support

onboarding. Success in this role requires a strong background in luxury retail, proven coaching

expertise, the ability to influence leaders at multiple levels, and a passion for developing high-

performing teams.

The Retail Learning Coach - North America, must be able to think strategically while also being hands-

on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients,

people, and brand desirability. They will be open and approachable and will work with both the

central team and the local teams in a transparent, united and mutually supportive manner. They must

model and champion our core belief; People Make the Difference and our values; Be Creative &

Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit."

Key Responsibilities

• Use business performance metrics to identify coaching opportunities and develop the

coaching strategy for the designated group of retail locations.

• Monitor and create coaching plans to improve key performance indicators including

sales, average unit retail (AUR), conversion, clienteling activity, appointment-driven

business, mystery shop results, and net promotor score (NPS).

• Develop and support 30-60-90-day coaching plans for employees requiring additional

development.

• Monitor coaching plan progress weekly and monthly vs. targeted performance metrics

and adjust coaching strategies based on results.

• Ensure learning programs are effectively applied and sustained in day-to-day store selling

behaviors, client experience, and client development.

• Conduct needs assessments using business results, performance data, in-store

observations, and stakeholder feedback.

• Identify learning/skill gaps and develop targeted coaching and learning action plans.
• Design and facilitate sales-floor micro-learnings and skill-building exercises as aligned

with Tiffany & Co. North America Retail Excellence.

• Support adoption and grow engagement of the digital e-learning platform, Tiffany

Wonder.

• Partner with store leadership to execute structured onboarding plans and development

milestones.

• Monitor onboarding progress and ensure completion of required learning activities.

Deliver in-the-moment coaching and feedback to client advisors and leaders on the sales

floor.

• Observe employee interactions and provide actionable feedback that drives measurable

performance improvement.

• Coach to client experience, client development and relationship-building, selling skills,

and leadership behaviors.

• Align with store director and team manager on post-store visit action steps and follow-up

before the coach's next visit.

Support onboarding and assimilation of new retail employees.

• Ensure new hires understand and consistently apply client experience and selling

standards.

• Collaborate with store, market, and corporate partners to align coaching priorities with

business objectives.

• Share observations, performance trends, and learning needs with leadership teams.
• Approach coaching with curiosity and optimism. Recognizing the positive contributions

and progress when exhibited.

• Motivate and inspire the team to strive for excellence and reach their potential through

consistent daily behaviors.

• Strengthen leaders'' coaching capabilities by observing one-on-one client advisor

monthly meetings and providing feedback on their development conversations and

coaching practices.

• Partner with store directors and team managers to create and execute individualized

development and performance improvement plans.

• Model a coaching approach that recognizes achievements, reinforces positive behaviors,

and promotes continuous improvement.

• Participate in training initiatives and collaborate with the global and central learning

team, as well as the market retail learning manager, to ensure successful reinforcement of

training program objectives.

• Influence leaders to adopt coaching strategies that improve employee performance,

client experience, and business results.

• Support a culture of accountability, learning, and continuous development.

Your Profile (Qualifications)

• 5-8 years of experience in luxury retail sales leadership and people management (example: Team

Manager, Store Director, Multi-site / Market Business Partners)

• Passion for luxury retail environments; jewelry / watch expertise is a plus
• Proven track record in sales, developing client relationships, leading teams, and performance-based

coaching

• Inspiring and trusted leader, able to guide, empower and support teams
• Demonstrated success improving sales performance and developing employees through coaching.
• Proven experience analyzing retail performance metrics and translating insights into development

actions.

• Strong coaching, facilitation, and adult learning capabilities.
• Deep understanding of retail selling behaviors, luxury client experience standards, and relationship -

based selling.

• Ability to assess performance gaps and implement effective development solutions.
• Strong communication, presentation, and influencing skills.
• Ability to build trust and credibility with frontline employees and leaders.
• Excellent organizational, planning, and follow-through skills.
• Strong interpersonal skills, active listening, and ability to deliver constructive feedback.
• Proficiency with Microsoft Office applications and business reporting tools.
• Experience supporting multi-store markets.
• Ability to travel regularly among assigned stores, including overnight travel up to 50% of the time.